Update for HP OfficeJet Pro 8720 removed scan software from computer

[lewashi]

I made the mistake of allowing an update from HP to process on my printer and the scanning software is now removed from my computer. Any link I click on that worked prior now inititiates the installation of the update file. There is no .exe file in the folder for the software anymore. The HP website indicates that since my purchase was more than a year ago I am no longer entitled to any support other than the forum or a paid phone call (so fed up with HP...). Anyways, before I throw another perfectly good HP printer in the scrap pile and find another manufacturer to do business with, does anyone know how to resolve this without signing up for HP's monthly extortion? Thanks!

[greenturtle · Accepted solution]

Hi,

Thanks for using the HP Forums.

It's unlikely that a Printer update will remove the software.  (more possibly an OS update)

Anyway let's try this:

* *Note that if there are other printers installed, these will need to be reinstalled after this.

Step 1. Uninstall the HP Software from your PC.

Please follow the steps provided to uninstall the printer software in the link: Uninstalling the Printer Software (Windows)

Also, please follow the steps provided below to completely remove the printer software from printer properties.

Steps to remove printer driver files from Print Server Properties:

Step 2. Open the Print Server Properties dialog window by doing one of the following:

• Click the Start menu and in the search field type 'printui /s /t2' (without the quotes), and then press Enter or click it in the search list.
• Press WINDOWS-R on the keyboard to bring up the Run window, type in 'printui /s /t2' (without the quotes), and then press Enter or click OK.
• From the Start menu or the Start screen:
• Open Devices and Printers.
• Select any printer and then click "Print server properties" at the top of the window.
• Click on the Drivers tab.

Step 3. Backup your registry before making any registry changes, the following resource will show you how:
     https://support.hp.com/in-en/document/c03485724

Step 4. Update the registry using the Reg file below

Note: this will change some printer related policies for your PC):
     https://www.dropbox.com/s/avbv56zdgwv7600/kernel.reg?dl=1

Step 5. Right click the Start menu and select Run.
     Type Services.msc and press OK.
     Locate and stop the Print Spooler service

Step 6. Browse to c:\Windows\System32\spool\drivers.
     Rename W32X86 to W32x86.old
     Rename x64 to x64.old
     Note: if any of these folders fail to rename reboot your PC and then Continue following the steps starting from Step 4.

Step 7. Restart PC.

Step 8. Finally, reinstall the HP Software.

Hope that helps!

[lewashi]

As an engineer, I can appreciate that you find it unlikely but the fact remains that the software was present and worked before the update and was not working after the update. I know this because due to my long history (experience) with HP printers, I made sure to test the startup shortcut once the update advised that the install was complete and it did not work. Clicking the startup shortcut after the update only prompted for the (re)installation of the software.

As to your instructions, and in the spirit of sharing experience (versus documentation), for step 1 I unistalled every single HP software pkg/app installed on my computer. I skipped step 3 and and just deleted the HP entries listed under the Driver tab. I find it humoruous that step 4 directs customers to download an(other) unsigned file that should be considered a security risk by any enterprise, but since it's my personal computer wth. I skipped step 5 and step 6, the latter because my computer OS (Win10 Pro) does not have a System32 folder. After reboot I installed the new file I had downloaded as part of the initial troubleshoot and verified that the scanning software and links are operational again. 

Thanks for the quick response and your assistance in getting this resolved. Much appreciated.

[greenturtle]

Hi @lewashi,

Glad to hear that your issue is resolved and all is working well now.

Have a nice day!

[RealMarinJim]

"HP64589B (HP Office Jet Pro 8720)

Driver is unavailable"

Even though it has be a couple of months now, I believe this started with a Windows 10 update.

I have done everything I can think of (and I've been a PC support person since the early 1980's).  I finally came across your solution and thought..."Here's a person like I used to be, comfortable with DOS commands."   I followed your instructions carefully.  Was gratified to see the installation process working smoothly.  Was happy to see that my (sic) "Printer was setup successfully."

However, it didn't and wasn't.  The only driver that gets installed is the FAX - HP OfficeJet Pro 8720.  The printer driver is "unavailable".

I can use my HP DJ 6988 USB and wireless, my wife's Brother MFC-J985DW, USB and wireless, and my Canon Pro 1000.

All with no problems from my laptop -- just not the 8720!

BTW, I have no problems using the Office Jet Pro 8720 from my desktop.

[DallasPaul]

I have the same problem. I tried the solution and it did not work. Did you find an alternate solution?